Technical Support Specialist

JOB SUMMARY :

The key function of the Technical Support Specialist is to provide technical support to our customers as well as our field service technicians and remote services.

The team providing this support covers enhanced hours of availability to our customers and field service technicians, resulting in improved customer loyalty and customer satisfaction.

The role requires a high degree of knowledge of our products to offer solutions to issues.

ESSENTIAL FUNCTIONS :

• Provide phone support to assist customers and field service technicians with electrical and mechanical and automation issues / troubleshooting.
• Assist in developing excellent remote technical support using modern technology, including training staff where needed related to such support.
• Assist in the development of extended hours of remote technical support, with the aim of creating 24 / 7 assistance.
• Assist other team members with information on replacement items for obsolete parts.
• Prepare and / or generate documentation and tools to support service technicians in the field.
• Analyze production reports to detect recurring issues and / or high downtime items.
• Perform efficiency audits on fillers to see what can be offered to improve efficiency.
• Compose detailed reports for retrofit team and & CS salespeople to quote proposed improvements, upgrades, and training.
• Proactively address account service needs and ensure customer satisfaction.
• Travel to customer sites to troubleshoot as needed.
• Travel to customer sites to provide training sessions in cooperation with the training manager.
• Document and share deficiencies with the project managers and department heads.
• Establish productive, professional relationships with key personnel in customer accounts.
• Cooperate with the customer service teams for spare parts, retrofits, and upgrades installation.
• Follow all Serac's ISO processes.
• This position requires travel of approximately 30%.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

• Must be able to manage multiple projects with flexibility to adapt to changing priorities.
• Requires knowledge of customer relationship building, promoting customer satisfaction and goodwill.
• Must be computer literate with Microsoft Office products
• Requires knowledge of automation with PLC’s and PC’s (AB, B&R, Siemens, and Softlogic e.g. Isagraf).
• Requires a strong mechanical, automation and electrical aptitude.
• Must be able to read and understand wiring diagrams, schematics, and mechanical drawings, pneumatic and hydraulic drawings.
• Requires the ability to read and understand standard operating procedures and Bills of Materials.
• Requires the ability to troubleshoot complex mechanical and electrical issues and work with minimal supervision.
• Requires the ability to use diagnostic equipment and other associated instrumentation to perform diagnostics and troubleshooting of Serac equipment.
• Must be able to communicate in English with regards to the essential functions of the position.
• Knowledge of Spanish and / or French language is an advantage, but not required.
• Knowledge of AutoCAD and SolidWorks is an advantage, but not required.

EDUCATION AND EXPERIENCE :

• Requires 3 5 years’ experience with filling & capping equipment.
• Technical degree or trade school training in electrical, mechanical, automation, or mechatronics highly desirable.
2 days ago